No internet after work outside property

[SMH-Treasurer]

REP-15353815

Following recent work across the street from our property, I have no internet.   We have gone through all the usual checks with the router, cabling etc inside, including a factory reset of the router, but the fault is not in our side.

This has happened before and resulted in over 2 months without a connection before an engineer finally visited and found a fault in the cabinet.   Just like before, the automated "Line Test" finds no problem.

I would like an engineer to check the cabinet and line to the property without undue delay.   I do not wish to have a repeat of the previous situation with weeks of extended outage. 

[Anonymous]

Morning,

Ok thanks. If it does happen again then please let us know.

Michelle

[SMH-Treasurer]

Seems to have stayed up overnight.   I'm not there during the day.

[Anonymous]

Morning,

Is your connection still ok since your last post?

Thanks

Michelle

[SMH-Treasurer]

It looks like internet has come back on sometime today.  I've just returned to the property to find it now working.

I'd be interested to know what change has been made to restore service, as we need to understand the root cause.

[SMH-Treasurer]

I did think it was odd for them to ask me to provide the phone number, considering I'd already confirmed the info in my profile was correct earlier in the thread. Thanks for redacting.

Perhaps in future such request could be made a bit clearer to avoid others making this mistake.

[Chris-TalkTalk]

Sorry but could you just confirm that you still have no internet connection as it looks as though your router is connected to the Internet at the moment

Chris

[Chris-TalkTalk]

Thanks, I'll book the engineer now and get back to you with the details

Chris

[Gliwmaeden2]

@SMH-Treasurer check the mobile number in your profile and simply say it's correct.

Please never post that sort of information in the public thread.

[SMH-Treasurer]

Yes, confirmed. 
Please arrange engineer visit  - preferably Wed-Fri, either AM or PM equally ok
Mobile phone xxxx (Mark)

[Chris-TalkTalk]

OK thanks. If you still have no internet connection we'll need to arrange an engineer visit. If you'd like us to do this can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.
• Confirm your mobile number

Thanks

Chris

[SMH-Treasurer]

It was connected as normal to the data port on the BT Master 5c socket.  
It is now connected with microfilter to the test port.

[Debbie-TalkTalk]

Hi @SMH-Treasurer 

The line test is not detecting any line faults. Before we arrange an engineer visit can you confirm that the router is currently connected at the test socket using a microfilter?

[SMH-Treasurer]

These details are already in the profile.

[Chris-TalkTalk]

Hi SMH-Treasurer,

Can you please add your TalkTalk home telephone number or account number to your community profile and we'll take a look at this for you

Thanks

Chris

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.